Manager, Member Experience

NSTXL (National Security Technology Accelerator)

3d•Remote

About The Position

The Manager, Member Experience is responsible for the strategy, execution, and continuous improvement of the NSTXL membership experience. This role oversees the full member lifecycle, including new member outreach, onboarding, engagement, events, and retention. This individual ensures the membership experience is structured, consistent, and aligned with NSTXL’s mission, while identifying opportunities to strengthen engagement, expand the membership network, and increase overall member value. The role serves as a key representative of NSTXL across member and industry interactions and is responsible for managing the Membership Coordinator and maintaining the systems, processes, and data required to deliver a high-quality experience.

Requirements

Bachelor’s degree in Marketing, Business, or a related field.
Minimum five (5) years of marketing or related experience.
Minimum two (2) years managing a membership community.
Minimum two (2) years of experience managing a team.
Minimum two (2) years experience owning or supporting a full customer or membership lifecycle.
Demonstrated experience working with marketing automation, CRM, and CMS platforms such as HubSpot or WordPress.

Nice To Haves

Experience with Canva or similar design tools; Adobe.
Creativity and a passion to grow and nurture a membership community.
Ability to build and implement a comprehensive membership strategy and member success roadmap.
Comfortable speaking publicly, traveling, and attending events, and networking with industry and government representatives.
Deep understanding of customer journeys and lifecycles with experience creating acquisition, retention, and engagement strategies.
Advanced reporting skills with the ability to collect data and translate it into meaningful insights.
Strong planning, organizational, and problem-solving skills.
Team-oriented with a focus on creating exceptional experiences.
Strong ability to connect data, strategy, and execution to drive measurable outcomes.

Responsibilities

Build and maintain an engaging, thoughtful membership experience from application to renewal that supports a mission-ready membership base.
Establish a structured, repeatable member journey with defined touchpoints and expectations
Identify and address gaps in the member experience to improve engagement and retention.
Act as a front-facing NSTXL representative at tradeshows, member meetings, and industry events.
Collaborate with events team to host quarterly in-person member engagement and networking events.
Ensure events align with overall membership strategy and deliver measurable value to members.
Develop and implement membership growth campaigns.
Strategically expand the membership network, analyzing market trends and competition to identify targets and opportunities.
Work with the Creative team to develop engaging content and nurture campaigns to encourage new member registration.
Define target segments and outreach strategies to drive intentional membership growth.
Manage and optimize the membership portal and networking platforms to increase engagement and improve the user experience.
Work with the website development team to improve the membership experience.
Collaborate with the Membership Coordinator to map, clean up, and manage workflows and data integrations across the portal and CRM systems.
Ensure data accuracy and integrity to support reporting, communication, and decision-making.
Drive process improvements across systems and workflows to improve efficiency and usability.
Report on member success initiatives and improvement plans/roadmaps.
Continuously collect member feedback via surveys and other interactions.
Disseminate feedback across the organization and create plans to address recommendations and improve member experience and education.
Translate data and feedback into actionable insights and measurable improvements.
Establish consistent reporting to track engagement, retention, and growth trends.
Manage and mentor the Membership Coordinator.
Work closely with cross-functional teams, including program marketing, growth, events, and creative, to ensure all membership requirements are met.
Drive accountability and alignment across teams supporting the membership experience.
Collaborate with leadership and various teams to increase the value of membership and develop new member benefits and services.
Manage membership projects and deadlines using tools such as content calendars and project management software.
Identify and implement new programs, benefits, or engagement channels to strengthen member participation.

Benefits

Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage
Vision Insurance: Fully covered
Retirement Plans: 401(k) with employer match up to 4%
Paid Time Off: Paid sick and safe leave, federal holidays, floating holiday + your birthday, and generous vacation
Basic Life & AD&D policy company paid
Voluntary Life
Flexible & remote work structure
Wellness reimbursement plan & mental health support
Community sponsorships
Donation matching
Professional development allowance